Organizational silos tend to be one of the biggest issues that prevent large and small businesses from innovating.
That is quite understandable: it is hard to innovate your business or marketing operations when information exchange among different departments rarely happens.
It is especially sad when your customer support team is isolated as that team is likely to have crucial insights to share with the rest of the company.
After all, your customer team is always at the forefront of customer interactions. They see and talk to your target audience on a daily basis.